QUESTION 2A known error has been created after diagnosis of a problem was complete but before a workaround hasbeen found. Is this a valid approach?A. Yes: for ease of management, a known error record can be created at any time it is prudent to do soB. No: a known error record must only be created after a workaround has been foundC. No: a known error record is created when the original incident is raisedD. No: a known error record should be created with the next release of the serviceCorrect Answer: A

QUESTION 3What are the publications that provide guidance specific to industry sectors and organization types knownas?A. The Service Strategy and Service Transition booksB. The ITIL Complementary GuidanceC. The Service Support and Service Delivery booksD. Pocket GuidesCorrect Answer: B

QUESTION 4Which of the following are managed by facilities management?1. Hardware within a data centre or computer room2. Applications3. Power and cooling equipment4. Recovery sitesA. 1, 2 and 3 onlyB. All of the aboveC. 1,3 and 4 onlyD. 1and 3 onlyCorrect Answer: C

QUESTION 5Which areas of service management can benefit from automation?1. Design and modeling2. Reporting3. Pattern recognition and analysis4. Detection and monitoringA. 1, 2 and 3 onlyB. 1, 3 and 4 onlyC. 2, 3 and 4 onlyD. All of the aboveCorrect Answer: DQUESTION 6What is the result of carrying out an activity, following a process or delivering an IT service known as?A. OutcomeB. IncidentC. ChangeD. ProblemCorrect Answer: A

QUESTION 7What is the name of the group that should review changes that must be implemented faster than the normalchange process?A. Technical managementB. Emergency change advisory boardC. Urgent change boardD. Urgent change authorityCorrect Answer: B

QUESTION 8Which of the following is NOT an objective of service transition?A. To ensure that a service can be operated, managed and supportedB. To provide training and certification in project managementC. To provide quality knowledge and information about services and service assetsD. To plan and manage the capacity and resource requirements to manage a releaseCorrect Answer: B

QUESTION 9Which of the following types of service should be included in the scope of service portfolio management?1. Those planned to be delivered2. Those being delivered3. Those that have been withdrawn from serviceA. 1 and 3 onlyB. All of the aboveC. 1 and 2 onlyD. 2 and 3 onlyCorrect Answer: B

QUESTION 10The BEST description of an incident is:A. An unplanned disruption of service unless there is a backup to that serviceB. An unplanned interruption to service or a reduction in the quality of serviceC. Any disruption to service whether planned or unplannedD. Any disruption to service that is reported to the service desk, regardless of whether the service is impacted or notCorrect Answer: B

QUESTION 11Which one of the following is the CORRECT set of steps for the continual service improvement approach?A. Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improveB. Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?C. Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solutionD. What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?Correct Answer: D

QUESTION 12When can a known error record be raised?1. At any time it would be useful to do so2. After a workaround has been foundA. 2 onlyB. 1 onlyC. Neither of the aboveD. Both of the aboveCorrect Answer: D

QUESTION 13What body exists to support the authorization of changes and to assist change management in theassessment and prioritization of changes?A. The change authorization boardB. The change advisory boardC. The change implementerD. The change managerCorrect Answer: B

QUESTION 17Which of these statements about resources and capabilities is CORRECT?A. Resources are types of service asset and capabilities are notB. Resources and capabilities are both types of service assetC. Capabilities are types of service asset and resources are notD. Neither capabilities nor resources are types of service assetCorrect Answer: B

QUESTION 18Within service design, what is the key output handed over to service transition?A. Measurement, methods and metricsB. Service design packageC. Service portfolio designD. Process definitionsCorrect Answer: B

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